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Emrill’s Helpdesk has been established to provide a solid support to our clients. The Helpdesk can be contacted 24 hours a day, 365 days a year enabling our clients to contact us or access information whenever they need to.
Our Helpdesk utilises Concept Evolution as the Computer Aided Facilities Management (CAFM) platform. Concept Evolution provides many benefits such as real time data on the status of all requests, provides follow up prompts, web access and real time performance enabling efficient management and processing of requests.
Emrill can provide complete technological infrastructure including the routing of the clients own telephone number to be answered as if by the client themselves through to reporting software and any actions required by the client.
Emrill has a fully staffed 24 hour Helpdesk ready to dispatch services that are required immediately, easily tailored to client needs and cost effective solutions.
HELPDESK BENEFITS
• Manages preventative maintenance calendars effectively ensuring service level
agreements and key performance indicators are met
• Planned and preventative maintenance schedule is tailored for critical assets to
establish pre-determined response in case of failure for reactive works
• Reports and Data Analysis are provided enabling them to make critical business
decisions
• Helpdesk has extensive years of experience in the utilisation of FSI
As a standard we provide our clients with reports that capture
• Reactive performance - SLA/KPIs are monitored in real time
• Planned work schedules - Work notifications
• Call performance - Volumes and analysis
• Financial Performance - Planned versus spend
As a standard we provide our clients with reports that capture –
• Reactive performance - SLA/KPIs are monitored in real time
• Planned work schedules - Work notifications
• Call performance - Volumes and analysis
• Financial Performance - Planned versus
spend
HELPDESK FUNCTIONS
All incoming communications (phone, fax and email) from clients are managed from the start to finish. The following are key capabilities of the Helpdesk:
Logging & Monitoring
Logging, monitoring and recording of all requests and complaints.
Unique Reference Numbers
The generation of a unique call reference number to enable the user to follow
up. This also allows the operator to provide regular and accurate feedback.
Statistical Data
Historical statistics can include maintenance requirements and cost by the
categorisation of call. This data is valuable in terms of analysing staff usage,
monitoring building system performance and tracking costs.
Prioritisation
The prioritisation of calls into priority groups, as agreed with the client, in order
to ensure that calls are dealt with in terms of their relevance, urgency and impact on the client’s operation.
Accurate Maintenance Budget
The input of cost centre information enabling the call to be allocated
to the correct department and the call cost to be debited against the correct
maintenance budget.
Asset Management & Fault Reports
Repeated maintenance requests and fault reports are linked to the assets in order to build asset maintenance statistics. This allows the successful monitoring of planned preventative maintenance and to establish replacement needs.
This contributing to critical asset management and future capex investment calculations.
Detailed Reporting
The creation of a full range of qualitative, quantitative graphs and reports designed to allow facilities managers and clients to monitor and analyse maintenance trends and call statistics.
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